Customer Services

Returns

Quality Guaranteed – our promise

Our promise is to provide high quality plants and products to you, and we are confident you will be happy with your purchase.

So, if our products have failed you in any way, let us know and we will either exchange them or give you your money back.

If you receive goods that do not match those that you ordered, please notify us within 14 days to return. For all enquiries please call 01726 818891 or e-mail us: webshop@edenproject.com.

Returning Items

If you decide you do not want your goods for whatever reason, or if you believe your goods to be faulty, please email or phone us within 14 days of delivery.

You may return any product you have purchased from us within 14 days to comply for a full refund with no fuss, in accordance with our 14-day exchange.

Please send all returns to:

Eden Project Webshop

Retail Warehouse

Eden Project

Bodelva

Cornwall

PL24 2SG

The value of the item(s) and the original delivery charge will be refunded to the card that you used for the transaction. We will not refund the cost of return postage for items that are not faulty. The refund is only valid if the product has not been opened or tampered with.

If you have any complaint with your order, please contact us on 01726 818891 and we will arrange for either a full refund including original postage charge or a replacement to be sent instead.

Please ensure that you use a proof of posting certificate from the Post Office when you send your goods back, or use a service that tracks delivery. We cannot be held responsible for any returned goods lost during transit.

If you are unhappy with a plant you have received from us, email us a photo along with a brief description and your order number to webshop@edenproject.com. We will then either organise a replacement plant or arrange a refund.

If you want to speak to someone about returns please call 01726 818891 or e-mail webshop@edenproject.com

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day “on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods”.

To exercise the right to cancel, you must inform us Eden Project Ltd, Bodelva, Cornwall, PL24 2SG, 01726 818891, webshop@edenproject.com of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email). You may use the model below, but it is not obligatory. The information below must be included in your letter or email:

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*]/for the supply of the following service [*],

Ordered on [*]/received on [*],

Name of consumer(s),

Address of consumer(s),

Signature of consumer(s) (only if this form is notified on paper),

Date

[*] Delete as appropriate.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us).

We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than –

(a) 14 days after the day we receive back from you any goods supplied, or

(b) (if earlier) 14 days after the day you provide evidence that you have returned the goods, or

(c) If there were no goods supplied, 14 days after the day on which we are informed about you decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us Eden Project Ltd, Bodelva, Cornwall, PL24 2SG, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods. The cost is estimated at a maximum of approximately GBP 25.

You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.